We provide our Members with an alternative to costly legal proceedings for resolving complaints with their clients. We are required to be impartial and therefore do not advocate for consumers; nor do we represent Members in their disputes with their clients.

Being a COSL Member allows you to maintain industry and commercial accreditations and promotes a reputable, responsible and professional non-bank sector.

Having an effective complaint management procedure and being a member of an ASIC-approved EDR scheme such as COSL demonstrates to your clients and peers that you are committed to providing quality value-added client services.

Our process involves impartially assessing information received from both our Member and their client and giving each party an opportunity to respond to the other's assertions. We take into account the law, relevant codes of practice, good industry practice and fairness when considering a complaint against a Member. If there is merit to the complaint, we facilitate and encourage the parties to reach a mutually acceptable settlement to the complaint. We can make a final binding decision if the parties can?t reach a fair and reasonable outcome between themselves.